Frequently Asked Questions

Pricing and Payment

Can i store things other than boxes?

We can store just about anything as long as it’s less than 1.5m long and less than 23kg (that’s the same as the checked baggage allowance at British Airways). Anything from your golf clubs to a child’s pushchair. Golf clubs & Luggage storage is a popular one here at CreateExtraSpace!

If you do choose to store something that’s an odd-shape and not in a box, then please don’t risk any damage to your item and wrap it securely in plenty of bubble wrap.  We can deliver this to you, simply click on Get started and order through our checkout system.

How does your pricing work?

Prices start at just £4.00 per box per month, and we offer reduced rates if you store 20+ boxes or commit to a longer storage period. To get a personalised quote, contact us via our “Items Bigger than Our Boxes” section on the homepage or on our number: 0330 022 3522

Once you’ve selected the number and sizes of boxes you require you’ll see what the monthly ongoing charges will be. Once within the payment section you’ll see the first payment, which includes any additional items purchased and then the ongoing payment.

Your monthly payments will continue and adjust as and when you have your items/boxes returned using your unique box reference number, store for as little and as long as you wish. (Min One Month*)

How do I pay for my storage?

We accept all major credit and debit cards provided they are registered to a UK address.

For business archive storage we do offer a discounted annual payment service for multiple box storage or specific size storage for office supplies, stock, or furniture.

When you order your specific box sizes you commit to a monthly payment plan based on those boxes starting from £4.00 per box per month. Either way, you’ll pay for the first month when you order and then an automatic payment will be taken from your payment card on the same date each month.

How much does it cost to have my boxes sent back?

We can deliver your boxes back to you anywhere in mainland UK Monday to Friday – it’s £7.95 for the first box, then £3.95 for each additional box that you have sent back at the same time to the same address. Timeslots and Saturday deliveries are also available at an additional cost.

What happens if I ask for my boxes to be returned halfway through a month?
You can ask for your boxes back at any time during the month, but a full month’s storage will be payable for partial months. For example, as payment for your storage is taken monthly and in advance, if you request your boxes back after your monthly payment date, there will be no refund for the remainder of that month.
If you signed up to a Longer Term Price Plan for your storage, then you’ll pay the same amount each month until the end of the plan; even if you take something out, you’ll need to pay for the space you’ve reserved for the full period. But don’t worry, if that happens, you can always replace it with another item to make sure you’re getting the most out of the space you’re paying for. For more details on this, please see our Terms of Service.
If you have any questions, do get in touch.

Does your service work for businesses as well?

Absolutely. We provide a service that is more flexible than our competitors and with lower, more transparent pricing. For businesses with greater storage needs, we also provide bulk storage discounts that enable us to compete on price against all mainstream archive businesses, no matter how much you’re storing. If you would like to store more than 20+ boxes, do contact us for a quote.

How much does it cost if I need you to send me packing materials?
We have kept the costing as simple as possible, all our boxes are free of charge as long as you store them with CreateExtraSpace.

Here are the selection of box sizes to choose from:

  • 14 x 14 x 14in £4.00 per month
  • 16 x 16 x 16in £5.00 per month
  • 18 x 18 x 18in £6.00 per month
Our Extra’s Kit:
  • 1 x Bubble Wrap 10 metres by 500mm wide.
  • 1 x Brown Tape.
  • 1 x Marker Pen, and
  • 3 x Refuse Bags, as we always find things to throw away and you can never find a binbag when needed. (£5.95) 1 x Extra’s Kit Free with orders over £20
Free Delivery of Boxes
You will initially be charged for your box orders, and then the rolling monthly payments will start when they have reached our warehouse, any orders over £20 you will automatically receive 1 x extras pack (usually £5.95).
Delivery of CreateExtraSpace boxes and packing materials is always free of charge, as long as you store with CreateExtraSpace.

What is your policy on refunds of materials?
If you have ordered packing materials you no longer need, feel free to keep them. Please don’t give these to the driver collecting your items, as these are routed to different locations.
You will only be charged for what your initial order you receive and the number of boxes that come to our storage facility. And as the boxes we send you are FREE, there’s nothing to refund.

Packing & Item Descriptions

How should i label my boxes and items?
Each of your boxes has a unique order number that needs to be attached, so that we know which items are yours!

These labels will be emailed to you on the day you placed the order. You’ll just need to print them out and affix them securely with tape. If you don’t have access to a printer for your labels, get in touch with the team to work something out.

If you’re sending in luggage, it’s a good idea to add a luggage tag with your details and the best way of sticking on the labels is by sticking them to the handle or anywhere that isn’t fabric. Don’t risk your label falling off, or we won’t be able to find your items.

Can i use my own boxes?

Of course you can. We’re all about flexibility: if your things are already packed, we don’t see why we’d force you to repack them.

Please check the box measurements and go to our Items Bigger than Our Boxes section on the homepage and let us know, even if your boxes are the same measurements as ours, so we can best select the pricing for you.

We do just ask that you make sure the boxes you choose are sufficiently sturdy to do the job, and that they are no heavier than 23kg when full and no longer than 1.5m, if using our collection service.

What kind of boxes and packing materials do you supply?
Our standard box sizes are:
  • 14 x 14 x 14in £4.00 per month
  • 16 x 16 x 16in £5.00 per month
  • 18 x 18 x 18in £6.00 per month
boxes are made of double-walled corrugated cardboard for extra strength. Please contact us direct for a quote on and other style boxes.
An Extra’s Kit (£5.95 each or 1 x pack FREE on £20+ orders)
  • 1 x Bubble Wrap 10 metres by 500mm wide.
  • 1 x Brown Tape.
  • 1 x Marker Pen, and
  • 3 x Refuse Bags, as we always find things to throw away and you can never find a binbag when needed.

Is there anything i can’t store?
We will store just about anything. For safety and insurance reasons we can’t accept the following;
  • Food, perishable goods unless packed so that they are protected from and do not attract vermin
  • Antiques (breakable and fragile);
  • Items containing or made of glass (including mirrors);
  • Birds, fish, animals or any other living creature
  • Explosives weapons or ammunition
  • Any item which emits fumes, smell or odour
  • Any illegal substances or goods illegally obtained
  • Combustible or flammable materials, liquids or compressed gases, including but not limited to, paint, diesel, petrol, oil, gas, artificial fertilizer or cleaning solvents
  • Chemicals, radioactive materials, biological agents
  • Toxic waste, asbestos or other materials of a dangerous nature
  • Any other toxic, flammable or hazardous substance or preparations, classified as such under applicable law
  • Musical instruments in soft cases (hard cases are fine)
Please note that although we do accept some fragile items, including crockery, TVs etc., we cannot insure them. If you are storing fragile items, please make sure they are thoroughly bubble wrapped (multiple layers) and carefully packed to ensure they are safe during transport
We do accept electrical items, but please note that we cannot insure them unless they are packaged in their original packaging.
Click to see our full Terms of Service outlining what we can’t accept.
We reserve the right to open your boxes if we suspect that the contents are in breach of our Terms of Service.

Is there a weight limit for my boxes or items?

In order to make sure that your things won’t ever get damaged ‐ and out of concern for the backs of the collection and delivery guys ‐ we ask that boxes don’t exceed our maximum weight limit of 23kgs, which is the same weight as the checked baggage allowance at British Airways.

We do offer bespoke storage for larger items please go to our Items Bigger than Our Boxes section on the homepage, as we still may be able to help you CreateExtraSpace.

Do you store bikes?
Absolutely, we store lots of bikes at CreateExtraSpace! As long as your bike is no more than 1.5m long or 23kg heavy when packaged, we can store it. After all it’s all about helping you, Create Extra Space.

Collection

Can i make changes to my collection order?

Yes, of course. If you want to change the number of boxes you’re storing or let us know any specific collection instructions, please email or call us on 0330 022 3522 by 2pm the day before your collection. If your collection is on a Monday, then get in touch by 2pm the Friday before. If you decide to change your collection date, please let us know as soon as possible and no later than 1pm the day before your intended collection (likewise, get in touch by 1pm Friday if it’s happening next Monday!)

When can you collect my boxes?
We’ll be with you any time between 7:30am and 6:30pm on the date you request. Due to the volume of boxes delivered and collected by our drivers and delivery partners, we are unable to specify or arrange an exact time that they will arrive with you. To ensure we can successfully collect your boxes on the best day for you, please ensure you or someone you trust is available for the duration of your collection window.
As long as you book your collection before 1pm, then we can collect your boxes the very next working day or you can book as far in advance as you like. For a Monday collection, please book before 1pm Friday.

From where can you collect my boxes?
We can collect your boxes from any mainland UK address; be it your permanent address, a business address or your student halls of residence.

To ensure a successful collection first time, do make sure you enter your full address and an accurate postcode for where your boxes are. It can also really help if you tell us that your home is in a gated complex and the driver will need to ring your buzzer for access, or if you’re leaving your things with a concierge, or in reception.

Our standard collection includes pick-up from the ground floor.

How quickly can you collect my boxes?

As long as you get your order in before 2pm Monday to Thursday, we can collect the very next working day. So if you would like your boxes collected on a Monday, please request this by 1pm on Friday. Alternatively you can book as far in advance as you like.

Will the driver call when they are outside?
Unfortunately we can’t guarantee that you’ll get a call from the driver, so we always try and make sure that we get as much detail as we can to make sure there aren’t any problems that would necessitate a call. To make everything run as smoothly as possible, please tell us any special delivery instructions when you place your order. Get in touch via Contact Us, on the homepage, if there is anything that might make your delivery/collection particularly tricky.

Will there be a charge if my collection cannot be made?
So that your collection will be successful first time, please make sure you’ve entered your address accurately, with the correct postcode. Do also let us know any special delivery instructions, such as if you’d like us to pick up your boxes from a particular location, such as a garage, or if you’ve pre-arranged with a reception area to leave your boxes there.
If our driver or delivery partner is unable to collect your items due to insufficient address information or an incorrect postcode, or if you are not at home or not ready when the driver arrives, there will be a charge of £15 to rearrange your collection.
Should our driver or delivery partner be unable to reach you within the collection window, due to unforeseen circumstances, we will rearrange your collection free-of-charge. However, we do find that the vast majority of collections are successful first time.

Delivery

Can i have my boxes returned to a different address?

If you’re on the move, that’s not a problem at all. We’ll deliver your boxes to the ground floor of any address you like within mainland UK, be it your permanent address, a business address or a student accommodation. There are only some locations we can’t arrange delivery to, such as airports and train stations. All we need is a residential or commercial address and postcode.

Selecting your new delivery address is easy, just click on the link within your email for the boxes you would like returned, or on the Return my Items/boxes on the home page (how it works section) enter your email address and unique reference number, then just enter the boxes and addresses you would like them returned to. Get one box delivered to your office and another to your home. If you happen to spend the summers at your parents’, that’s fine too.

What if i only want one box back?

No problem, you can request boxes back individually whenever you like. Just goto the link within your email, or the Return my Items/boxes section in the ‘How it works’, and then you can tell us exactly which box it is you’re looking to have returned.

Will the driver call when they are outside?

Unfortunately we can’t guarantee that you’ll get a call from the driver, so we always try and make sure that we get as much detail as we can to make sure there aren’t any problems that would necessitate a call. To make everything run as smoothly as possible, please tell us any special delivery instructions when you place your order. Get in touch at Customer.Services@CreateExtraSpace.co.uk if there is anything that might make your delivery particularly tricky. Alternatively you can call us 24/7 on 0330 022 3522 and someone will call you right back.

How quickly can I have my boxes back?
As long as you get your order in before 2pm, then they can be with you the very next working day or you can book as far in advance as you like.
If you would like your boxes returned on a Monday, please request this by 1pm on Friday.
If you need them back even more urgently, please contact us.

Insurance

Do you offer insurance on my items?
We do indeed. Every box or suitcase is covered for up to £50 both in transit and also in our warehouse. We currently do not insure fragile items – glassware, crockery, TVs, etc. If you are storing fragile items, please make sure they are thoroughly bubble wrapped and carefully packed to ensure they are safe during transport.
If you would like to upgrade your cover, you can also order additional insurance when you start to store with us. For £1.00 per box per month, you’ll get £250 of cover, or for £5.00 per box per month, it’s £500.

Can i take out higher cover for one item, but not the others?

If you would like to purchase additional cover for your items you will need to apply the same level of cover to all of your items, rather than each box individually. If you have special requirements and would like to discuss taking out a higher degree of cover for just one item, please contact us to discuss your options.

Can i cancel my insurance payment?

Yes, you can cancel your additional insurance payment within 7 days of placing the order, or at any time before your specified collection date for a full refund. You will still have the standard £50 cover on each box, but for specific items please get in touch and we can discuss the options with you.

Storage & Warehouse

Where do you store my Items?
Your things will be stored in a climate-controlled, secure, CCTV-monitored warehouse, only a small number of fully vetted staff will have access to the storage areas thus adding additional security to your stored items.

Will you open my boxes?
Simply put No, however;
We want your belongings to be safe just as much as you do, and keeping them sealed is part of that plan. Very occasionally we will need to open a box if we believe that there’s a risk of damage to your things, or of injury to one of our team, if there is excess weight or inappropriate packing materials, or if we suspect the items stored are in breach of our Terms of Service.